Hi,

Thank you for reaching out to the DocuSign Community.

The DocuSign Recipient Identity Verification features are paid features available in certain plans, if you purchased your plan through our website eSignature Plans and Pricing there is a possibility that the feature is not included and you might need to upgrade to either a Business Pro, Advanced API or a Corporate plan and request the Sales team to actually include the Phone Authentication feature in your plan (as it is a paid add-on). 

Please keep in mind that available options may vary based on your account plan and selected payment method. Your account plan might not support some options. For more information about which options are available for your account, you can review your account plan with your Account Team or contact DocuSign customer support or the sales team.

You can also fill out this form to be contacted by a sales representative, or call +1‑877‑720‑2040/+44-203-714-4800 to speak with a sales representative now.

Here are some resources you might find useful:

Recipient Identity Verification 

What kinds of Recipient Authentication are available?

If you believe that you need further assistance, or require the assistance of a live agent, you can always create a Support Case to have a Support agent work with you. 

https://support.docusign.com/s/contactSupport

If you are not able to open a  Customer Support case via the above link, you can scroll  down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.

Please click "Select as Best" below if you found the answer to be a valid solution to your issue. 

Thank you for using DocuSign, we hope you have a wonderful rest of your day!

Best regards,

Rebeca | DocuSign Community Moderator